In the first email, you have problems with 'suggest'. 'suggest to me' or 'suggest how I can handle' Becky knows that Mr Chan is your boss- this part is too formal. The first email is too formal- using point form is ok, but it means that you cannot use informal langage to connect the points. In the second email, you are giving suggestions.using 'will' is not a suggestion- use 'could' instead. Or 'suggest', 'recommend', 'advise', 'propose' 'Provided the key is lost 'Staff' is plural; for one person, use 'staff member' In the letter do not use point form. Use connecting and linking words instead - concerning, regarding, in relation to Focus on the solutions rather than the problems in the letter. the writer already knows the problems; she wants to know the solutions. Be careful about transferring blame (Mr Lee).
To: Becky Chan (Accounts Dept)
From: Isamen Lo (Property Management Dept)
Subject: Recommendations for the complaint arrangement
Date: 22nd March, 2011
Hi Becky
I've got an letter of complaint from a resident of Richland Court, Ms Ma. As I know you have dealt with similar complaints before, I hope you could suggest me how to handle this case. Your help can lead me to write an approval-request email to notify this matter to Mr Chan, my boss, and a reply letter to Ms Ma respectively.
I have summarized the problems from Ms Ma's letter, which are as follows:
1. Lack of office support during Chinese New Year
2. Risk from missing keys
3. No prior consultation with residents
4. Rudeness and unhelpfulness of staff
Please feel free to look at the enclosed letter of complaint. Thank you!
Cheers
Jan
Encl.
<!--[if gte mso 10]>
To: Richard Chan (Estate Manager)
From: Jan Wong (Estate Officer)
Subject: Responding to Ms Ma’s Complaint
Date: 22 March 2011
Dear Mr. Chan
The enclosed is a letter of complaint from Ms Ellen Ma, a resident of Richland Court. I have summarized her problems as follows: 1. Lack of office support during Chinese New Year Garbage keys are kept by each resident and our company. However, Ms Ma could not get a spare key since our office had closed during Chinese New Year. In order to improve this matter, one more spare key will be given to the security centre. Once the identity of the residents is approved, he or she can get the spare key. 2. The risk from lost keys Garbage room can be easily accessed from the back stairs. Provided the key lost, robbery will become a definite possibility. However, residents should fulfill their responsibility of keeping their own key. On the other hand, we would not give residents’ spare key to unauthorized person or the original resident. We will give a notice to all residents to suggest the due diligence of both parties to keep the keys. 3. No prior consultation from residents In customary practice, schemes were introduced without consultation because we had already had a considerable discussion and diligent decision making with our staff. This matter violates the estate management regulations. To respect all residents, we will cooperate with the residents’ committee next time to give a period of consultation if any change has been introduced. 4. Rudeness and unhelpfulness of staff Since the staff has joined our company two months, he still did not have enough training. To handle this matter, we will provide additional training to all staff in Management Office, which aims to improve their politeness and communication skills. Also, we suggest writing a letter of apology to Ms Ma promising to improve our service. Please feel free to approve the aforementioned solutions to the problems if they are feasible. Thank you for your kind attention. I am looking forward to hearing from you.
Best regards Jan Wong
Richard Chan
The Estate Manager
Collier Estate Management Ltd
22 First Street
Ma On Shan
22nd March 2011
4/F Richland Court
Ma On Shan
Dear Ms Ma
RE: Arrangement of the issues of garbage collection system
Thank you for your letter of 21 March concerning the problems of lack of office support during holidays, the risk of missing keys, the consultation arrangement and the service of the Management Office. We sincerely apologize for the problems we brought. We agree that the usual high standards of our services were not met in this instance.
As a result of our investigation, we found that the causes of the issues are as followed: 1. Lack of office support during Chinese New Year Garbage keys are kept by each resident and our company. However, our office had closed three days during Chinese New Year. In order to improve this inconvenience, one more spare key will be given to the security centre. Once the identity of the residents is approved, he or she can get the spare key. 2. Risk from missing keys
Garbage room can be easily accessed from the back stairs. Provided the key lost, robbery will become a definite possibility. However, residents should fulfill their responsibility of keeping their own key. On the other hand, we would not give residents’ spare key to unauthorized person or the original resident. We will give a notice to all residents to suggest the due diligence of both parties to keep the keys.
3. No prior consultation with residents
We were shocked when we were notified the problem of consultation as we supposed the consultation had been held by the Owner's corporation of the Richland Court. We then immediately contacted the Chairmen of the Owner's corporation, Mr Lee, to follow this case. He admitted that the Owner's corporation committee did not consult residents of your estate. To respect all residents of Richland Court, we have already requested the owner’s corporation of your estate to consult all residents providing a certain period of consultation time when any intended changes are raised.
4. Rude and unhelpful staff in the Management Office
As a result of our investigation, we found that the staff, who handled you case, has merely joined our company two months. He still did not have enough training. To handle this matter, we will provide additional training to all staff in Management Office, which aims to improve their politeness and communication skills. Furthermore, to show our goodwill, we will write a letter of apology to you to show our regret and promising to improve our service.
We assure you that the first three problems will not happen again. Thank you for your kind attention. Should you have any inquiries, please feel free to contact me at 24333333. I am looking forward to hearing from you.
In the first email, you have problems with 'suggest'. 'suggest to me' or 'suggest how I can handle'
Becky knows that Mr Chan is your boss- this part is too formal.
The first email is too formal- using point form is ok, but it means that you cannot use informal langage to connect the points.
In the second email, you are giving suggestions.using 'will' is not a suggestion- use 'could' instead. Or 'suggest', 'recommend', 'advise', 'propose'
'Provided the key is lost
'Staff' is plural; for one person, use 'staff member'
In the letter do not use point form. Use connecting and linking words instead - concerning, regarding, in relation to
Focus on the solutions rather than the problems in the letter. the writer already knows the problems; she wants to know the solutions.
Be careful about transferring blame (Mr Lee).
To: Becky Chan (Accounts Dept)
From: Isamen Lo (Property Management Dept)
Subject: Recommendations for the complaint arrangement
Date: 22nd March, 2011
Hi Becky
I've got an letter of complaint from a resident of Richland Court, Ms Ma. As I know you have dealt with similar complaints before, I hope you could suggest me how to handle this case. Your help can lead me to write an approval-request email to notify this matter to Mr Chan, my boss, and a reply letter to Ms Ma respectively.
I have summarized the problems from Ms Ma's letter, which are as follows:
1. Lack of office support during Chinese New Year
2. Risk from missing keys
3. No prior consultation with residents
4. Rudeness and unhelpfulness of staff
Please feel free to look at the enclosed letter of complaint. Thank you!
Cheers
Jan
Encl.
<!--[if gte mso 10]>
To: Richard Chan (Estate Manager)
From: Jan Wong (Estate Officer)
Subject: Responding to Ms Ma’s Complaint
Date: 22 March 2011
Dear Mr. Chan
The enclosed is a letter of complaint from Ms Ellen Ma, a resident of Richland Court. I have summarized her problems as follows:
1. Lack of office support during Chinese New Year
Garbage keys are kept by each resident and our company. However, Ms Ma could not get a spare key since our office had closed during Chinese New Year. In order to improve this matter, one more spare key will be given to the security centre. Once the identity of the residents is approved, he or she can get the spare key.
2. The risk from lost keys
Garbage room can be easily accessed from the back stairs. Provided the key lost, robbery will become a definite possibility. However, residents should fulfill their responsibility of keeping their own key. On the other hand, we would not give residents’ spare key to unauthorized person or the original resident. We will give a notice to all residents to suggest the due diligence of both parties to keep the keys.
3. No prior consultation from residents
In customary practice, schemes were introduced without consultation because we had already had a considerable discussion and diligent decision making with our staff. This matter violates the estate management regulations. To respect all residents, we will cooperate with the residents’ committee next time to give a period of consultation if any change has been introduced.
4. Rudeness and unhelpfulness of staff
Since the staff has joined our company two months, he still did not have enough training. To handle this matter, we will provide additional training to all staff in Management Office, which aims to improve their politeness and communication skills. Also, we suggest writing a letter of apology to Ms Ma promising to improve our service.
Please feel free to approve the aforementioned solutions to the problems if they are feasible. Thank you for your kind attention. I am looking forward to hearing from you.
Best regards
Jan Wong
Richard Chan
The Estate Manager
Collier Estate Management Ltd
22 First Street
Ma On Shan
22nd March 2011
4/F Richland Court
Ma On Shan
Dear Ms Ma
RE: Arrangement of the issues of garbage collection system
Thank you for your letter of 21 March concerning the problems of lack of office support during holidays, the risk of missing keys, the consultation arrangement and the service of the Management Office. We sincerely apologize for the problems we brought. We agree that the usual high standards of our services were not met in this instance.
As a result of our investigation, we found that the causes of the issues are as followed:
1. Lack of office support during Chinese New Year
Garbage keys are kept by each resident and our company. However, our office had closed three days during Chinese New Year. In order to improve this inconvenience, one more spare key will be given to the security centre. Once the identity of the residents is approved, he or she can get the spare key.
2. Risk from missing keys
Garbage room can be easily accessed from the back stairs. Provided the key lost, robbery will become a definite possibility. However, residents should fulfill their responsibility of keeping their own key. On the other hand, we would not give residents’ spare key to unauthorized person or the original resident. We will give a notice to all residents to suggest the due diligence of both parties to keep the keys.
3. No prior consultation with residents
We were shocked when we were notified the problem of consultation as we supposed the consultation had been held by the Owner's corporation of the Richland Court. We then immediately contacted the Chairmen of the Owner's corporation, Mr Lee, to follow this case. He admitted that the Owner's corporation committee did not consult residents of your estate. To respect all residents of Richland Court, we have already requested the owner’s corporation of your estate to consult all residents providing a certain period of consultation time when any intended changes are raised.
4. Rude and unhelpful staff in the Management Office
As a result of our investigation, we found that the staff, who handled you case, has merely joined our company two months. He still did not have enough training. To handle this matter, we will provide additional training to all staff in Management Office, which aims to improve their politeness and communication skills. Furthermore, to show our goodwill, we will write a letter of apology to you to show our regret and promising to improve our service.
We assure you that the first three problems will not happen again. Thank you for your kind attention. Should you have any inquiries, please feel free to contact me at 24333333. I am looking forward to hearing from you.
Yours sincerely
Richard Chan